Air Passenger Wins Rs 2.74 Lakh Compensation After 6-Year Legal Battle Over Lost Luggage

 

Air Passenger Wins Rs 2.74 Lakh Compensation After 6-Year Legal Battle Over Lost Luggage

In a hard-fought legal battle that stretched over six years, an Indian air passenger named Kumar has finally been awarded Rs 2.74 lakh in compensation after valuable items from his check-in luggage went missing during international travel. The Haryana State Consumer Disputes Redressal Commission upheld the lower court’s order, holding the airline responsible for deficiency in service.

What Happened?

On September 15, 2019, Kumar arrived at Delhi’s Indira Gandhi International Airport from Vancouver via Shanghai. What he found on the conveyor belt shocked him — his luggage was badly damaged and taped, with multiple valuable items missing. These included an Armani jacket, Rado wristwatch, a 25g gold chain, Chanel perfume, and other belongings worth around Rs 2 lakh.

Immediately, Kumar filed a Property Irregularity Report (PIR) with the airline, which confirmed that 1.5 kg of luggage was missing. However, the airline offered a meagre compensation of USD 30 (about Rs 2,560), citing international aviation guidelines like the Montreal Convention and DGCA norms.

Legal Battle Begins

Dissatisfied, Kumar approached the District Consumer Commission, which in November 2020 ruled in his favour and ordered the airline to:

• Pay Rs 1.75 lakh for the lost goods,

• Pay 8% interest per annum from the date of the complaint,

• Pay an additional Rs 15,000 towards harassment and legal expenses.

The airline appealed, but on May 20, 2025, the Haryana State Consumer Commission upheld the lower court's decision, confirming the airline’s negligence and liability under Article 10 of air carriage liability rules. The court also noted that the weight discrepancy, the PIR, and photographic evidence were sufficient proof—even in the absence of purchase bills.

Airline’s Defense Rejected

The airline argued:

• The passenger admitted the loss was worth only Rs 7,000,

• Original bills for the lost goods weren’t submitted,

• Compensation of USD 30 (Rs 2,560) was fair under international guidelines,

• Business was affected due to COVID-19.

However, the court dismissed these points and emphasized that international conventions cannot override Indian consumer protection laws when negligence is clearly established.

Why This Judgement Is Important

Legal experts note this case sets a strong precedent for Indian consumers:

• Even international airlines can be held accountable under Indian consumer laws,

• Actual evidence like photos and PIR can outweigh the lack of original purchase bills,

• Airlines must provide adequate compensation and not hide behind international compensation limits,

• Mental agony and harassment caused by poor service is actionable and compensable.

How Consumer Pehredaar Can Help You

Kumar’s victory wasn’t easy—it took six years of persistence and legal hurdles. But you don’t have to fight alone. If you’ve faced negligence, denial of refund, or poor service from airlines or any other service providers, Consumer Pehredaar is here to simplify your consumer complaint journey.

✅ Draft and file complaints online
✅ Track progress and updates
✅ Get expert help and documentation support
✅ Bridge the gap with companies and regulatory bodies

📢 Your rights matter. Let us help you fight for them.
👉 Visit www.consumerpehredaar.com today and file your consumer complaint easily and effectively!

Disclaimer: The above image is for representation purposes only. The case depicted was independently filed and won by the consumer himself. Consumer Pehredaar was not involved in this particular case but serves as a platform to help others file similar consumer complaints.